Agent Services Customer Service Representative (CSR)

Location

Coral Gables, FL

About National Partners

Dedicated to providing the highest standards in the premium finance industry, National Partners, a wholly owned subsidiary of WebBank, works with clients of all sizes through its commercial insurance agent and broker relationships. Responsive service, ease of use and creative solutions are its hallmarks. It also offers funding programs to third-party premium finance companies, often those affiliated with agents, brokers, and MGAs, so that these smaller premium finance companies can access capital to grow and expand.

Job Summary

This role involves managing the onboarding process for new agencies, ensuring compliance with internal protocols, and maintaining up-to-date records in the PBS system. Key responsibilities include reviewing and processing new agency applications, gathering supplementary data from online sources, and preparing approval packages for management. The role also includes generating and updating rate charts, creating quoting configurations, assigning AQI ratings, and creating user profiles for agents and marketing representatives. The Agency Services CSR will be responsible for analyzing cancellation reports to identify trends, recommending necessary adjustments to rate charts, and ensuring the accuracy and timeliness of Agency Services’ reports, including reporting on agent profitability by gathering and analyzing performance data to help guide strategic decisions. They will maintain close collaboration with the Sales team by promptly addressing their requests and resolving issues as they arise, ensuring seamless support and alignment with business objectives. This position requires adaptability and the ability to assist in various daily projects as needed.

Primary Responsibilities (Job Duties)

You Will:

Receive and review new agency applications and the completed paperwork submitted by the Sales Team

Using various online sources, gather additional data (license, credit, report, etc.) to complete a new agency approval package for management.

Complete the Salesforce report and assign the AQI rating after paperwork has been verified

Using ROA provided by the Sales Team and creating rate charts

Ensure the complete end-to-end onboarding of new agencies within the PBS system, guaranteeing accurate setup and compliance with internal protocols

Ensured prompt creation of new user profiles in the PBS system as requested by agents or marketing representatives, providing quick and efficient access for their ongoing operations

Assign custom configurations for each approved agency in our system and updates settings as required

Assist with compensation process and serve as backup when needed

Track bonus programs and rewards initiatives for both Agents and Referral Partners and ensure timely execution of incentives

Maintains complete and up to date files for all approved agencies.

Analyze cancellation reports to identify agencies with a high volume of cancellations, and review rate charts and configurations to recommend revisions when necessary.

Keep Agency Services’ reports up to date, ensuring the accuracy and timeliness of the information provided.

Collaborate closely with the Sales department to ensure alignment and support in achieving business objectives.

Assist in different daily projects as needed

Qualifications

You Have:

Bachelor’s Degree in Finance or a business-related field, or equivalent knowledge gained through work experience in insurance or finance-related industry

Working knowledge of Microsoft Word, Excel, Outlook, and the Internet

Even Better:

Experience working on the Input One (PBS) platform

Experience working in the Insurance Premium Finance Industry

Office365 (SharePoint, OneNote, Drive, Box, Skype Meeting)

Previous cash-handling experience

Strong oral and written communications skills to correspond with parties at various levels

Attention to detail and accuracy when relaying and recording information

Quick-thinking, with developed analytical and problem-solving skills

Planning and organizing to achieve timely follow-up and problem resolution

Ability to multi-task on a variety of projects while meeting deadlines and maintaining quality

Company Perks:

You Get:

Paid Time Off (PTO) - Generous paid time off plus paid parental leave

Health insurance – Plans include an employer paid medical option, dental and vision coverage, plus we offer health savings accounts

401(k) – WebBank matches up to the first 6 percent of employee contributions and both the employee’s contributions and WebBank’s match are fully vested immediately

Life and Disability Insurance – Life insurance and long and short-term disability insurance plans are 100% employer paid

Tuition Reimbursement – WebBank provides reimbursement for classes needed to obtain certain degrees, up to $5,250 per academic year